The J.D. Power 2017 Customer Service Index (CSI) StudySM finds that 64% of dealer service customers wait while their vehicle is being serviced. In order to make these customers’ wait as comfortable as possible, dealers are offering a variety of amenities. Understanding how customers use and value these amenities is an important piece to the service loyalty paradigm.
Complimentary snacks/beverages are the most widely used amenity, but usage varies between generational cohorts: While 45% of all service customers may utilize complimentary snacks/beverages, only 39% of Gen Y customers take advantage of this. On the opposite end of the spectrum, 53% of Pre-Boomers use complimentary snacks/beverages.